Beyond The Course: All change - how new learning approaches are supporting a shared vision at Bupa

ALL CHANGE – HOW NEW LEARNING APPROACHES ARE SUPPORTING A SHARED VISION AT BUPA

Clare ShellLearning Technologies ManagerBupa Health and Wellbeing UK June 2012

20 June 2011| © Brightwave Ltd.

Slides originally presented 12th June 2012 at

SESSION OVERVIEW

Speaker: Clare Shell (Learning Technologies Manager, Bupa Health and Wellbeing UK)

Over the last five years Bupa Health and Wellbeing UK (BHW) has successfully undergone a significant transformation to enable the business to innovate and differentiate in an increasingly competitive market. Learning technology has supported this transformation every step of the way. From a large scale systems change to a company-wide engagement programme, technology-enabled learning has been used extensively always with the long view on the customer conversation.

Drawing on practical experience, Clare Shell showcases two new resource-based projects that reinvent how employees connect with knowledge and their customers. New approach mirrors the diverse global nature of the organisation

• Making self-service learning assets available at point-of-need

• Building job-specific knowledge with new approaches

• Bridging the gap between learners and end-customers

• Reflecting user expectations with exploratory learning experiences

• Diversifying learning to support diversifying business strategy

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Bupa – BHW – Based in the UK

Revenue Circa £1.7b

Head count Circa 3,500

Offices Salford Quays and Staines (6th largest Private Sector employer in Greater Manchester)

Market position

NO 1 in UK PMI, circa 40%

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Bupa Business Challenges

• More aggressive competition in the market

• Diversifying business strategy – exited hospitals and life assurance, grown healthcare provision internationally. More than just an insurance company!

• Need to develop more integrated products with flexible choice and pricing

• Rising costs of medical treatments

• Recent re-structure to reduce operating costs

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The Bupa Health and Wellbeing (BHW) strategy is to create a differentiated healthcare business, offering a portfolio of healthcare products and services, to meet the needs of individuals through their life stages and businesses through

their business lifecycle, to become their healthcare partner.

‘Helping you find Healthy’

BHW 2011 Transformation

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Our Learning Technology History

• Been using learning technologies for 10 years

• Global learning management system

• An accepted way of learning in our business

• In-house development as well as working with external partners

• Team of 3 FTE

In-House Development External Content Development

•Tactical projects

•Low budget projects

•Very aggressive timelines

•Strategic learning projects

•Large audiences

•Advanced learning design is required

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Role of Learning Technologies – Welcome to Bupa

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Role of Learning Technologies – Pre-Joiner Learning

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What our learners have said…

93% of those completing the learning have

rated it as enjoyable or

very enjoyable

82% said that the level of information

provided was just right, with 5.9% saying not enough

I now have a better understanding of Bupa and its

products and competitors.

“

”

My confidence has been impacted positively as I have learnt more about the products and matching them to the customer.

“”

I believe that this was an excellent way to introduce an employee to their role, without it I would have nothing

compared to the knowledge I have now.

“”

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Building Healthcare Knowledge

Developing Knowledge

Job Specific

3 tier knowledge programme

Baseline Knowledge

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Our Approach

Resources not Courses

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Why Resources not Courses?

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Why Resources not Courses

• Deliver more content

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

• Different treatments for different elements of the learning

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

• Different treatments for different elements of the learning

• Allows for a range of learning styles

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

• Different treatments for different elements of the learning

• Allows for a range of learning styles

• Deeper knowledge available if people want it

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

• Different treatments for different elements of the learning

• Allows for a range of learning styles

• Deeper knowledge available if people want it

• More likely to encourage just in time learning; easier to find and come back to

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Why Resources not Courses

• Deliver more content

• Re-uses many existing assets that are already within our organisation

• Different treatments for different elements of the learning

• Allows for a range of learning styles

• Deeper knowledge available if people want it

• More likely to encourage just in time learning; easier to find and come back to

• Sharing assets across sectors or organisations is easier

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Improving the Subject Matter Expert Experience

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Improving the Subject Matter Expert Experience

• Reduces conflicting opinion or interest amongst experts

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Improving the Subject Matter Expert Experience

• Reduces conflicting opinion or interest amongst experts

• Clear owner for each element of the learning

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Improving the Subject Matter Expert Experience

• Reduces conflicting opinion or interest amongst experts

• Clear owner for each element of the learning

• Sign-off meetings shorter and more focused

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Improving the Subject Matter Expert Experience

• Reduces conflicting opinion or interest amongst experts

• Clear owner for each element of the learning

• Sign-off meetings shorter and more focused

• More ownership from subject matter experts which means more engagement

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Learner Feedback

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Learner Feedback

88% of learners felt more

confident in talking about

Health and Care

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Learner Feedback

88% of learners felt more

confident in talking about

Health and Care

82.3% of learners indicated

improved knowledge re

Problems in Healthcare

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Learner Feedback

88% of learners felt more

confident in talking about

Health and Care

82.3% of learners indicated

improved knowledge re

Problems in Healthcare

“Excellent piece of elearning, design and interaction made it fun and easy to learn!”

Bupa Private and Confidential Date if required 30

Learner Feedback

88% of learners felt more

confident in talking about

Health and Care

82.3% of learners indicated

improved knowledge re

Problems in Healthcare

92.7% of learners would recommend

this learning to a colleague (7.4% already had)

“Excellent piece of elearning, design and interaction made it fun and easy to learn!”

Bupa Private and Confidential Date if required 31

Learner Feedback

88% of learners felt more

confident in talking about

Health and Care

82.3% of learners indicated

improved knowledge re

Problems in Healthcare

92.7% of learners would recommend

this learning to a colleague (7.4% already had)

“Excellent piece of elearning, design and interaction made it fun and easy to learn!”

“I feel more confident now advising our members on healthcare issues than I did when I came in this morning.”

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Lessons from New Learning Approaches

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Lessons from New Learning Approaches

• Broad business engagement… more more more

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Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

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Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

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Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

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Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

Bupa Private and Confidential Date if required 38

Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

• Subject matter experts / Stakeholders easier to manager – Resources not courses

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Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

• Subject matter experts / Stakeholders easier to manager – Resources not courses

• Consider maintenance approach to learning content at the start of the project – videos

Bupa Private and Confidential Date if required 40

Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

• Subject matter experts / Stakeholders easier to manager – Resources not courses

• Consider maintenance approach to learning content at the start of the project – videos

• Partnership approach with 3rd party supplier

Bupa Private and Confidential Date if required 41

Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

• Subject matter experts / Stakeholders easier to manager – Resources not courses

• Consider maintenance approach to learning content at the start of the project – videos

• Partnership approach with 3rd party supplier

• Re-use existing material – don’t always need to re-invent

Bupa Private and Confidential Date if required 42

Lessons from New Learning Approaches

• Broad business engagement… more more more

• You can’t please everyone all of the time

• Agile development of learning content

• Edit learning once early evaluation feedback is received – continual tweaking

• Positive response to exploratory learning experience

• Subject matter experts / Stakeholders easier to manager – Resources not courses

• Consider maintenance approach to learning content at the start of the project – videos

• Partnership approach with 3rd party supplier

• Re-use existing material – don’t always need to re-invent

• Easily share assets across organisation

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Why we focus on Learning Technologies

It is not just about Generation Y: the way everyone acquires knowledge, increasingly through technology, is changing.

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Thank you. Any questions?

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